FAQs

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How long do I have to wait for assessment?

When we receive your referral, we will contact you within 1-2 working days and we aim to book your assessment for within 10 days.

The assessment is usually via phone however face to face appointments or video conferencing can be made available. The waiting times for these methods may be longer than via phone.

How long do I have to wait for treatment?

We try to ensure that are our waiting times are as short as possible, however there are times when waiting times are longer than we would like. We regularly look at ways to try to reduce our waits further through new initiatives and increased efficiency within our service.

We have a range of treatment options available, including some digital options which often have a shorter wait. Your preferences will be discussed with you at your assessment as well as helpful things you can do while you are waiting.

It helps us if you are able to be flexible with your appointment times as this will increase availability.

The appointments are usually via phone or video conferencing however face-to-face appointments are available if required. The waiting times for face-to-face appointments may be longer.

I work full time. Do you provide appointments out of the usual 9-5 working hours?

We certainly can. We can offer early appointments from 8am Monday to Friday and some late appointments on Monday to Thursday. There is a demand for these appointments though so you may have to wait longer than with other appointment times.

I need to talk to someone now; what if can’t wait for my appointment?

steps2change is not an emergency service and is closed outside of the opening times. If you feel that you need to speak to someone then it’s important that you do so immediately.

Talking about a problem can relieve a lot of pressure and help you find solutions to the problems of which you are experiencing. Click this link for a list of useful emergency contacts that will be able to help.

What happens if I need to cancel my appointment?

We normally ask you to let us know as soon as you realise you cannot attend an appointment so that the appointment can be offered to someone else. If you cancel twice, the therapist will have a discussion with you about whether now is the right time to continue.

Use the contact information provided on your letter/email from steps2change.

Do you provide interpreters?

Yes. Providing that we have been informed of your needs we will ensure that an interpreter is present during all appointments. Please make sure that the GP or health professional that refers you is aware of your needs and has identified this on your referral form.

Can I have face-to-face sessions?

We provide assessments and appointments via phone and video conferencing however we can also offer face-to-face appointments near you if required. The waiting times for face-to-face can be longer than our remote options.

How do I make a complaint?

Here at steps2change we want to make sure that you are receiving the best possible care. Unfortunately, there may be a time when you are not completely satisfied with the service you have received. If you would like to comment on, or complain about any aspect of our services please ask to speak to local steps2change team coordinator. You can also contact our Patient Advice and Liaison Service - follow the link for further information:

Alternatively, you can visit the Patient Opinion website at www.patientopionion.co.uk and add your comments under Lincolnshire Partnership NHS Foundation Trust, who will also pass on your remarks to us.

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